topic Replacement PA-500 in General Topics

Replacement PA-500

Cramer — Sun, 09 Oct 2016 23:26:25 GMT

Does anyone know where I can buy a replacement PA-500? I have one that failed on Saturday (won't power on) and PA Support is dragging its feet on approving a replacement. They said:

I have submitted the RMA request and you are entitled to next business day delivery, which means a Tuesday morning delivery.
I have noted the extreme urgency of this issue.

Please note that we do have a Premium 4-hour support offering that would provide you a commitment by us to deliver a replacement within 4 hours, 7 days a week. You can discuss this option with your account team.

Best regards,
Jerald Josephs | Senior Designated Support Engineer | PCNSE 7, PCNSE 6
Shift Time: 9am - 6pm PST (GMT-8), Monday-Friday

Support Contact: US: (866) 898-9087, Outside the US: +1-408-738-7799
Amsterdam: +31-20-808-4600
Singapore: +65-31585600
Japan: 0120184025 (Toll free from Japan Only)
Australia: 1800002378 (Toll free from Australia Only)
https://support.paloaltonetworks.com/

Re: Replacement PA-500

FJU-ITCS — Mon, 10 Oct 2016 08:29:56 GMT

You could not buy one in are store, only over an Palo Alto Network Distributor and if they don't have one in stock it will take a few days until you get it.

Why you dont' have an HA-Cluster if you need high availability?

Re: Replacement PA-500

reaper — Mon, 10 Oct 2016 08:54:01 GMT

From the TAC's reply it appears the replacement has been approved already and your new unit will be sent shortly. Your RMA coverage does not cover weekends, however, so the replacement is sent from a business-week depot.

as @FJU-ITCS mentions, you could set up an HA cluster to protect yourself from outages in case one of your devices fails

you can purchase a new unit through your local sales contact : https://www.paloaltonetworks.com/company/contact-sales

Re: Replacement PA-500

BPry — Mon, 10 Oct 2016 13:33:09 GMT

It doesn't really look like they dragged their feet at all; they were simply pointing out that if you are not running in a HA pair the 4 hour replacement option would probably fit your deployments a little better. It might come across a little 'salesman' like but I would actually call it a really great idea for anybody not running HA devices.

Re: Replacement PA-500

mikealanni — Mon, 10 Oct 2016 16:39:02 GMT

I always have cheap router or firewall in place for situation like that (cover main services for customer). If its just a matter of couple days I use it and wait untill get my replacment.

Re: Replacement PA-500

Brandon_Wertz — Mon, 10 Oct 2016 17:03:08 GMT

You can also look into "cold spare." devices.

We have a 3020 pair that are in HA. We deployed them on a service that has a high uptime requirement so we are in the process of getting a cold spare which could be deployed in case of a double failure. (Note we have premium support as well)

it's all about your company's tolerance for outtage. Seems that the bean counters pinched a little too tightly if the business isn't ok with taking an outtage over the weekend.

Re: Replacement PA-500

nwetech — Mon, 10 Oct 2016 17:04:23 GMT

We keep a cold spare here, it was not that expensive to add one.